Does Jeep Cares, really care?

[ShadowsPapa]

JeepCares = liaison

JeepCares != tech support/engineering support

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[cranbiz]

Sometimes JeepCares is helpful, sometimes they are not.

I have been on both ends of this. When I have had to contact them, I do so with the expectation that nothing good will come of it and am verry happy if they actually help.

 

[Higher_Ground]

My gladiator was in the shop with frame damage. I was told it the delay was "indefinite" that "we don't know when we'll get it"... Jeep Cares had it on the way within a week. Haven't had to use them again, but they were great at expediting parts.

The best part was bringing it up to the (former) body shop manager. He said, "they can't do anything" and then a week later "the frame getting here had nothing to do with them".

I think they're pretty limited in what they can do otherwise though.

 

[Caveman]

The one time I contacted Jeep Cares, they were of no help at all. I replaced a fob battery, quite carefully, and when I reassembled the fob, there was a gap. For more on this issue, see the 7 page thread here called "Key Fob Issue and Its Not the Size." The truck was still under factory warranty, and Jeep Cares told the dealer not to cover it because I "must have broken a tab or something" in the fob. I ended up buying an aftermarket AJT Design fob, and when I transferred the circuit board over from the old fob, there were no broken or even worn tabs or tab receptacles in the old fob. I had been considering buying a Mopar extended warranty at the time, but that experience made the decision not to buy one easy.

 

[Xcalibr]

2020 launch edition with ~78,000 miles. Sadly we’ve been dealing with an extended version of this nonsense since March.

We originally brought it in in March for an electrical issue (took two tries, fixed under extended warranty), then had the rear differential replaced (replaced under extended warranty), only to get it back with a knocking noise. Despite having driven it <100 miles and with it being in the shop (dealer) over 3 episodes, we were surprised to find when we checked the oil that the dipstick was bone dry. How could they have not confirmed the fluid levels during any of those instances? We were within ~3000 miles (dealer completed) from the last oil change in January, no signs of burning oil, plug was in… ”floored” would be an understatement.

AAA towed back to the dealer where the dealer confirmed there was no oil, topped it off and told us to come back in 2000 miles. Less than 100 miles later the engine seized. That was in April. The dealer recognized the issue right away and proactively ordered a new engine that was delivered in May, but it took until AUGUST for the dealer to get permission from the extended warranty people to install it. We received an email from the "Jeep Cares" people telling us that our case was closed on June 20th and that we'd get a check within 3 weeks to help defray rental car costs.

It is now the end of August, there is still no check, and no one will respond to emails or phone calls. The worst part? When I went to pick up the Jeep with the brand new engine 2 weeks ago, I asked them to show me the dipstick. Would you believe it was F-ing low again? They didn't even reset the oil life, and 2 days later had to go back because the coolant was leaking. This has been absolutely the worst customer service I've ever experienced both from "Jeep cares"/extended warranty and the dealer. We are now trying to figure out what our next move is. Anyone else?

 

[ShadowsPapa]

The dealer recognized the issue right away and proactively ordered a new engine that was delivered in May, but it took until AUGUST for the dealer to get permission from the extended warranty people to install it

Blame the warranty administrators for that, not Jeep. It may sell under the MOPAR banner, but it's an insurance policy, not a real warranty, and they rely on 3rd party administrators.
Been down that road before.

Now for oil to be THAT low - it's either leaking or burning it - and you've not noticed any or either?
That's a hell of a lot of oil to lose, and to not see a trace???
Oil doesn't disappear. It leaves traces. Either drips, wet spots, or an exhaust mist, something.

 

[Xcalibr]

Blame the warranty administrators for that, not Jeep. It may sell under the MOPAR banner, but it's an insurance policy, not a real warranty, and they rely on 3rd party administrators.
Been down that road before.

Now for oil to be THAT low - it's either leaking or burning it - and you've not noticed any or either?
That's a hell of a lot of oil to lose, and to not see a trace???
Oil doesn't disappear. It leaves traces. Either drips, wet spots, or an exhaust mist, something.

Or… the oil change in January was BS. They put it up on the lift in April and saw no signs of leaks, no wet spots, no exhaust mist… I’ve done this on a past ’72 Blazer (run it out of oil when I was younger and stupider), I know the signs. This was not it.

That said, I agree about the extended warranty, but the whole thing is so intertwined it‘s hard to not see the dealer as at least partially responsible.

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